Building a Trail of Wows for Your Customers

- December 11, 2012

Strategic Tuesday/Process

Hello, I’m Jim Glover, That Branding Guy, for Once a Day Marketing™. Today is Strategic Tuesday and I want you to think about how numerous, small positive experiences for your customers may really add up to enhance your brand.

All of us will agree that Disney is one of the top customer service companies in the world. At the Disney Institute they work with major corporations to re-think their customer service, corporate culture and their leadership practices. Disney believes that numerous little positive experiences taken together will greatly wow their customers and that is what we are going to discuss now.

For Strategic Tuesday I want you to look across your entire company and brand to determine as many new incremental customer wows as you can to enhance the customer experience. Leverage the 7Ps as your foundation. Focus on product, price, place, promotion, people, physical evidence and the process and see how many new little customer delighters you are able create.

The easiest way to do this is to put yourself into the minds of your customers. Be creative; these enhancements don’t have to be expensive, they just have to be a positive experience for customers. No matter where they encounter your brand, product or company, these little wows will add up and over time you will greatly enhance the customer experience and you will greatly enhance your brand.

That concludes Strategic Tuesday. Join us tomorrow for Action Wednesday. If you need any branding or marketing support, please contact me to discuss an online or onsite service engagement. You can always find that information at the end of this video. I'm Jim Glover, That Branding Guy, for Once a Day Marketing™ and we will see you next time.